Terms and conditions of the Free Interpreting Service for non-government organisations

The following terms and conditions apply to all TIS National client codes under the Free Interpreting Service Non-Government Organisation (NGO) category.¹

Terms and conditions

If the organisation I represent is approved to access the Department of Social Services’ Free Interpreting Service under the NGO category, the organisation agrees:

to use the Free Interpreting Service for the approved casework and/or emergency service activities only;²

to use the Free Interpreting Service to deliver services only to people in Australia who are eligible for Medicare;

to restrict the use of the TIS National client code to the organisation only;³

that access to the Free Interpreting Service will be for such term as indicated in the approval letter², up to a maximum of three years (Term);⁴

to request pre-booked onsite and telephone interpreting services up to three months in advance of the date of the required appointment;

to use free onsite interpreting services during business hours only (Monday to Friday, 8am to 6pm). Telephone interpreting services are available free of charge 24 hours a day, 7 days a week;

wherever possible, to notify TIS National of any cancellations by following the procedures outlined in the TIS National Cancellation Policy, including making all reasonable efforts to provide sufficient notice (as defined in the Cancellation Policy);⁵

to notify TIS National within 30 business days of any change to the organisation’s funding situation for programs that the organisation is using the Free Interpreting Service to deliver;⁶

to notify TIS National⁶ within 30 business days if the organisation:

ceases to provide the approved casework and/or emergency service activities;

wishes to use the TIS National client code for a new service or activity, noting that any such use will be subject to approval by the Department of Social Services (DSS) and may require the organisation to submit an updated application form;

to notify TIS National⁵ within 30 business days of any change to the contact details of the organisation, including organisation name, organisation contact person, organisation address (street and postal), email or telephone number;

to reapply for access to the Free Interpreting Service prior to the expiry of the Term if the organisation continues to require the use of the Free Interpreting Service. Failure to reapply will result in the suspension of your Free Interpreting Service code, meaning that your organisation will be charged applicable service fees. You may reapply at any time;⁶

it is a condition of the organisation’s use of the Free Interpreting Service that DSS:

will review the organisation’s use of the TIS National client code and will use such information when assessing any future application to continue or receive a code (e.g. past fraudulent use may affect ability to be granted another code);

may modify these terms and conditions as required and any such modifications will apply from the date the modified terms and conditions are published on the TIS National website;

may refuse, suspend or cancel access to the Free Interpreting Service at its discretion; and

to DSS using the information contained in your organisation’s Free Interpreting Service application form to verify your funding details.

Explanatory Notes to Terms and Conditions

¹ The NGO category is one of the categories under DSS’ Free Interpreting Service. It refers to incorporated, not-for-profit, non-government, community based organisations (NGO) that receive free interpreting services to support the delivery of casework and emergency services which are not substantially government funded.
² Specific details on your organisation’s approved activities and Term will be included in the approval letter. Access to DSS’ Free Interpreting Service is not available to organisations for programs or services that receive substantial government funding (Commonwealth and/or State or Territory funding). Under Multicultural Access and Equity Policy, Australian Government departments and third party government funded agencies are required to ensure that appropriate language services are provided to people from non-English speaking backgrounds who cannot communicate in English about issues affecting them. Organisations that require language services (such as interpreting) and receive government funding should incorporate the cost of these services into their application for funding. Most state and territory governments have similar access and equity obligations. If you have any enquiries regarding interpreting services for a specific government funded program or service, please contact the relevant funding body/contract manager for further assistance.
³ The TIS National client code issued under the NGO category is non-transferable – the code cannot be provided to external agencies or organisations for use (even if the organisation refers clients to that agency or organisation, or collaborates with that agency or organisation).
⁴ Organisations granted access to the Free Interpreting Service NGO category prior to 1 August 2013 might not have an expiry date. Through a phased approach, DSS will apply an expiry date to all organisations accessing the NGO category of the Free Interpreting Service. You will be notified of this.
⁵ If you fail to notify TIS National of cancellations with sufficient notice, costs will be incurred and charged to DSS. Please ensure you make cancellations with sufficient notice wherever possible to avoid this unnecessary cost. Cancellations for pre-booked phone and standard on-site assignments require 24 hours’ notice. Full day on-site and on-site jobs which require extended travel require a minimum of 48 hours’ notice. More details are provided in TIS National’s Cancellation Policy.
⁶ Notify the Free Interpreting Service Team on 1300 575 847 or email: TIS.FreeInterpreting@homeaffairs.gov.au.